Create a clear first response when customers need support
A claim can be a defining moment in the customer relationship. Delays, unclear communication or inaccurate information add friction when the customer may already be concerned.
Our experienced call handlers follow your agreed claims process, capturing information accurately, explaining next steps and escalating cases appropriately. Support can cover the first inbound call through to payment authorisation or another defined hand-off point.
Combine customer care with operational accuracy
Give each claim a consistent route from first contact to resolution or escalation.
Empathetic response
Give customers a calm, personal conversation at an important point in their experience.
Accurate capture
Collect the required information using a structured process and clear quality controls.
Appropriate escalation
Route urgent, complex or specialist cases through agreed pathways without delay.
Transparent oversight
Track contact volumes, outcomes and service performance through regular reporting.
Customer Success Stories
” I would have no hesitation whatsoever in recommending The Telemarketing Company, especially to companies who haven’t used this channel before.” Owner, Challis Water Controls
“Some of these opportunities were closed quickly and gave us an immediate return on our marketing investment with Microsoft and The Telemarketing Company. We estimate that our opportunity pipeline, populated by The Telemarketing Company, has a value to 21C of approximately one million pounds, of which we expect to win sales to a minimum value of £500K.” Sales Director, 21C
Speed of delivery was rapid and the TTMC dashboard easy to use. Both the quantitative reporting and verbatim feedback has proved invaluable. Finally, the account team were excellent, responsive and keen to find solutions.
“I was delighted with the service we received from The Telemarketing Company. They clearly understood our complex brief demonstrated by the high quality of calls made. We were regularly notified throughout the campaign, which enabled us to tailor our approach and achieve the best results possible. I wouldn’t hesitate to recommend them.” Jenna Earl, Marketing Manager, Synaptiq
In 2022 Equifax continued its transformation of the marketing operations function by working with TTMC and a digital partner to embed new lead processes and improve the quality of leads. The team at TTMC have brought much needed structure, data and insight into our lead process which has delivered transparency across the business and helps us build a case for further investment.
Make a difficult interaction easier to navigate
Clear explanations, active listening and reliable next steps help protect trust throughout the claims journey.
Add flexible capacity around demand
Scale support for ongoing claims operations, seasonal peaks, campaign response or unexpected surges without compromising consistency.
A structured claims-handling workflow
Programme delivery
Our Service SLAs
Inbound
Our Service SLAs are tailored to each client’s brief and continuously monitored to ensure consistent performance standards. Our Inbound SLAs focus on service quality, responsiveness and customer satisfaction.
- 24/7 coverage with 80/20 SLAs (80 % of calls answered within 20 seconds).
- Abandonment rates below 5 %.
- Flexing team sizes to meet short term and seasonal peaks, with teams flexing by over 300% in scale, up to a maximum of circa 230 inbound agents.
- A dedicated Account Manager, supported by Team Management at an average ratio of 1 Team Manager to 10 agents.
- New inbound leads contacted within 15 minutes during operating hours.
- First contact resolution of 75 % to 85 %, sector dependent.
- Native speaker support in 25+ languages.
- ISO27001, ISO9001 certified and GDPR compliant, ensuring robust information security, data protection and quality management.
- Transparent real-time reporting to agreed KPIs.
- Exceeding QA targets of 85% for our agents and average 80% on average for our teams.
- Out of office shrinkage is 100% our cost not our clients.
- Full onboarding and complex training delivered in house by client certified trainers.
- Ability to work 100% in client’s own systems ensuring seamless integration and full visibility of the entire process across internal and external teams.
Your Questions Answered
Why Telemarketing?
Telemarketing remains one of the most effective ways to engage prospects, uncover opportunities, and turn interest into meaningful business conversations.
Find out moreWhy Outsource?
Outsourced telemarketing gives you immediate access to specialist capability without the cost and complexity of building it in-house. Rather than recruiting, training and managing a team internally, you benefit from experienced agents, proven processes and established infrastructure from the outset.
Find out moreWhy Choose Us?
We combine proprietary systems, real-time reporting, regulated governance and an experienced salaried workforce. As voice specialists, we design live engagement programmes that are measurable, transparent and scalable. Where needed, we integrate with client CRM platforms and digital channels, collaborating with trusted partners to support cross-channel strategies.
Find out moreHow does telemarketing help drive sales growth?
A highly personable, flexible and data-led channel, telemarketing can add value across the sales cycle, integrating seamlessly with digital channels to accelerate sales growth.
Can you process orders/take payments?
Yes. We are PCI compliant and we protect sensitive details when taking card payments over the phone via Credit or Debit Card. We can also trigger invoices or capture direct debit details securely. Much of our work involves sales in highly regulated sectors. Our FCA authorisation gives clients assurance that all our pro
Find out moreCan you send emails for us?
Yes, our system allows us to integrate email alongside our calls, sending electronic collateral, brochures, and case studies on your behalf during or after each call to build pipeline or provide written quotations. If you need support for high volume email broad casts, email management or marketing automation, we can f
Find out moreDo you cover B2B and B2C?
We cover both, with each accounting for around 50% of total revenue. Our outbound work has been primarily in the B2B sector but has always included a subset of B2C work where a more consultative, B2B-type approach, often involving high-value, non-transactional propositions, is required. Our inbound work spans both B2B
Find out moreDo you do inbound or outbound?
Yes, we offer both – see our services page.
Find out moreDo you offer out of hours/weekend calling?
Yes, our global reach and breadth of sector coverage means that we commonly call out of core UK hours, including weekends and through the night and early morning on behalf of our clients.
Find out moreStill need help? If you can’t find the answer here, our team can talk you through the details and point you in the right direction.
Speak to our teamWhy Telemarketing?
Telemarketing remains one of the most effective ways to engage prospects, uncover opportunities, and turn interest into meaningful business conversations.
Find out moreWhy Outsource?
Outsourced telemarketing gives you immediate access to specialist capability without the cost and complexity of building it in-house. Rather than recruiting, training and managing a team internally, you benefit from experienced agents, proven processes and established infrastructure from the outset.
Find out moreWhy Choose Us?
We combine proprietary systems, real-time reporting, regulated governance and an experienced salaried workforce. As voice specialists, we design live engagement programmes that are measurable, transparent and scalable. Where needed, we integrate with client CRM platforms and digital channels, collaborating with trusted partners to support cross-channel strategies.
Find out moreHow does telemarketing help drive sales growth?
A highly personable, flexible and data-led channel, telemarketing can add value across the sales cycle, integrating seamlessly with digital channels to accelerate sales growth.
Still need help? If you can’t find the answer here, our team can talk you through the details and point you in the right direction.
Speak to our teamCan you process orders/take payments?
Yes. We are PCI compliant and we protect sensitive details when taking card payments over the phone via Credit or Debit Card. We can also trigger invoices or capture direct debit details securely. Much of our work involves sales in highly regulated sectors. Our FCA authorisation gives clients assurance that all our pro
Find out moreCan you send emails for us?
Yes, our system allows us to integrate email alongside our calls, sending electronic collateral, brochures, and case studies on your behalf during or after each call to build pipeline or provide written quotations. If you need support for high volume email broad casts, email management or marketing automation, we can f
Find out moreDo you cover B2B and B2C?
We cover both, with each accounting for around 50% of total revenue. Our outbound work has been primarily in the B2B sector but has always included a subset of B2C work where a more consultative, B2B-type approach, often involving high-value, non-transactional propositions, is required. Our inbound work spans both B2B
Find out moreDo you do inbound or outbound?
Yes, we offer both – see our services page.
Find out moreDo you offer out of hours/weekend calling?
Yes, our global reach and breadth of sector coverage means that we commonly call out of core UK hours, including weekends and through the night and early morning on behalf of our clients.
Find out more
